Health Net Federal Services Will Support You During the Contract Change
Friday, November 15, 2024
On Jan. 1, 2025, your TRICARE West Region contractor changes from Health Net Federal Services, LLC (HNFS) to TriWest Healthcare Alliance (TriWest). How you get your health care won’t change for the rest of 2024. Here's what you need to know about connecting with HNFS in the coming months.
Website
You can access our full website through Dec. 31, 2024. Be sure to download any important documents from the secure provider portal on or before that date. You’ll have access to your Secure Inbox at www.tricare-west.com through June 30, 2025. However, we will limit web content starting Jan. 1, 2025. After June 30, 2025, the website will no longer be available.
Customer Service
You can reach HNFS’ customer service team through Dec. 31, 2024.
Note that HNFS can only accept calls on Jan. 1–March 30, 2025, about claims with dates of service prior to Jan. 1, 2025. HNFS’ customer service line closes March 30, 2025.
Not sure which contractor can help you with your TRICARE questions during the transition period? Download our reference guides at the bottom of this article.
Claims
HNFS can accept claims until April 30, 2025, for care received before Jan. 1, 2025. You can check claim status with HNFS through March 30, 2025 over the phone. Or you can check claim status through June 30, 2025, on our secure web portal.
For services on or after Jan. 1, 2025, please submit claims to TriWest.
Beginning May 1, 2025, submit all claims to TriWest, regardless of the date of service.
Provider network
You can still use our online network directory and 24/7 provider locator services through Dec. 31, 2024.
As we transition out from our current TRICARE West Region contract, HNFS is no longer accepting new provider contracts. Learn more on our Become a TRICARE Provider page.
We will continue to accept demographic updates and terminations submitted via our Network TRICARE Provider Roster template through Dec. 31, 2024. If you need to update demographics for claims processing purposes (for example, address changes) after this date, our Update Demographics web tool will be available through June 30, 2025.
If you are interested in joining TriWest's network, you will need to contact TriWest directly. You can preview TriWest's provider directory now at tricare.mil/west.
Referrals and authorizations
Continue to submit referral and pre-authorization requests to HNFS through Dec. 31, 2024. We are responsible for managing care through the remainder of our contract. Be sure to submit all clinical information necessary for HNFS to complete our review. We may cancel requests received in late December that are missing required clinical documentation and ask that you resubmit to TriWest. We will transfer any requests that are pending at the close of our contract to TriWest as appropriate.
TriWest will accept referrals and pre-authorizations from HNFS that were issued prior to Jan. 1, 2025. These will be valid through their expiration or June 30, 2025, whichever comes first.
TriWest will accept referrals under the Autism Care Demonstration through the expiration date.
We will keep our Check Authorization Status tool up through Jan. 31, 2025.
Appeals
HNFS can accept appeals for authorization denials through Dec. 31, 2024. If you want to appeal a claim that HNFS denied, you can do so through April 30, 2025. Follow the instructions on our Appeals page, as there are time limits on submitting claims appeals.
Case and disease management
Do you have patients who are enrolled in an HNFS case or disease management program? They will continue to work with their HNFS care management team through Dec. 31, 2024.
At-a-glance
Not sure whether you should contact HNFS or TriWest? We offer these contact reference guides to help you understand which regional contractor to contact during the TRICARE contract transition period.
